Design and implementation of a service guarantee
Abstract
Purpose
To propose a decision support model that can be used to design, implement and communicate effective and efficient service guarantees.
Design/methodology/approach
Based on in‐depth interviews by the author and on a recent literature review, the author has looked at different issues regarding service guarantees developed by services companies over the last five years.
Findings
The decision support model looks first at 12 key issues to examine before designing a service guarantee. If the preliminary analysis is conclusive, discussion about design and implementation is presented.
Originality/value
The main and original contribution of this model is to present to services marketing managers a step‐by‐step process, including preliminary analysis, marketing communication and performance analysis.
Keywords
Citation
Fabien, L. (2005), "Design and implementation of a service guarantee", Journal of Services Marketing, Vol. 19 No. 1, pp. 33-38. https://doi.org/10.1108/08876040510579370
Publisher
:Emerald Group Publishing Limited
Copyright © 2005, Emerald Group Publishing Limited